간호사의 직무특성과 욕구특성이 감정노동에 미치는 영향 연구 = A study on the effect of job characteristics and needs on emotional labor in nurses

다국어 초록 (Multilingual Abstract)

ABSTRACT

A Study on the Effect of Job Characteristics
and Needs on Emotional Labor in Nurses
MYOUNG-HWI LEE

This study was performed to comprehend the job characteristics and needs of the nurses. Analysis was done characteristics of emotional labor, in order to reduce negative effects of emotional labor, and to manage them effectively.
A questionnaire survey was conducted for 7 days from April 19th, 2013 to April 25th, 2013 ,targeting 250 nurses of A university hospital in Seoul. Two-hundred-fifty questionnaires were sent, and 234 were collected and analyzed.
Detailed results of this study are below.
First, five independent variables of job autonomy, job responsibility, job satisfaction, relationship need(sociality), and achievement need were analyzed for the effect of emotional labor (surface acting, deep acting). Analysis showed negative correlation coefficient (p<0.01) on achievement need, job autonomy, and job responsibility. The effect of independent variable on dependent variable in surface acting were job satisfaction (B=-.217), job responsibility (B=-.187), and job autonomy respectively.
The greatest effect on nurses’ surface acting of emotional labor was job satisfaction factor, and it had negative effects. Job satisfaction had 1.16 times higher effect than job responsibility, and 1.29 times higher effects compared to job autonomy. Job responsibility, which is second highest effect factor, had 1.1 times more effect than job autonomy.
Deep acting had negative correlation coefficient (p<0.01) on both achievement need and job responsibility. Effect of independent variables on dependent variable in deep acting were job responsibility (B=.202) and achievement need (B=.193) respectively.
Largest factor on nurses’ deep acting in emotional labor was job responsibility, which showed negative effect. Job responsibility had 1.04 times more effect than achievement need. Job autonomy, job satisfaction, and relationship need showed positive effect on deep acting, but p value was larger than 0.1, which represented statistically nonspecific.
From above data, nurses’ emotional labor is clearly being proceeded in nursing scene, and their level of emotional labor effecting personal, and functional aspects have been confirmed. Nurses are unable to express their feelings in internal and external client confrontations every day, causing tremendous psychological conflict and stress. Emotional stress is inevitable at the sight of nursing. However, negative effects of emotional labor leads to decreased satisfaction of workplace and quality of nursing, which requires active management.

Key words: Job characteristics, Need characteristics, Emotional labor, Deep acting, Surface acting

국문 초록 (Abstract)

국문초록

간호사의 직무특성과 욕구특성이
감정노동에 미치는 영향 연구

본 연구는 간호사들의 직무특성과 욕구특성을 파악하고 이러한 특성들이 감정노동에 미치는 영향을 분석함으로써 감정노동의 부정적 영향을 줄이기 위한 효과적인 감정노동의 관리 방안을 알아보고자 하였다.
본 연구에서는 서울 A대학병원 간호사들 250명을 대상으로 2013년 4월 19일부터 4월 25일까지 7일간 설문조사를 실시하였다. 설문지는 250부가 배포되었고 이 중 234부가 회수되어 분석에 사용되었다.
본 연구의 세부적인 결과는 다음과 같다.
첫째, 독립변수인 직무자율성, 직무책임감, 직무만족, 관계욕구(사회성), 성취욕구, 등 5개의 변수가 감정노동(표면행위, 내면행위)에 미치는 영향을 분석해 본 결과 표면행위에 대해 ‘성취욕구’, ‘직무자율성’, ‘직무책임감’ 모두 음(-)의 상관계수를 가지는 것으로 나타났으며(p<0.01), 종속변수 표면행위에 대해 독립변수들이 미치는 영향은 ‘직무만족’(β=-.217), ‘직무책임감’(β=-.187), ‘직무자율성’(β=-.168) 순으로 나타났다.
간호사의 감정노동 중 표면행위에 가장 큰 영향을 미치고 있는 요인은 ‘직무만족’ 요인이었으며, 음(-)의 영향을 미치는 것으로 나타났다. ‘직무만족’은 ‘직무책임감’에 비해 1.16배 정도 더 영향을 주었고, ‘직무자율성’에 비해서는 1.29배 더 영향을 미치는 것으로 볼 수 있다. 두 번째로 높은 영향을 미치는 ‘직무책임감’은 ‘직무자율성’에 비해 1.1배 더 영향을 주는 것으로 나타났다.
내면행위에 대해 ‘성취욕구’, ‘직무책임감’ 모두 음(-)의 상관계수를 가지는 것으로 나타났으며(p<0.01), 종속변수 내면행위에 대해 독립변수들이 미치는 영향은 ‘직무책임감’(β=.202), ‘성취욕구’(β=193) 순으로 나타났다.
간호사의 감정노동 중 내면행위의 가장 큰 영향을 미치고 있는 요인은 ‘직무책임감’ 요인이었으며, 음(-)의 영향을 미치는 것으로 나타났다. ‘직무책임감’은 ‘성취욕구’에 비해 1.04배 정도 더 영향을 미치는 것으로 볼 수 있다. ‘직무자율성’, ‘직무만족’, ‘관계욕구(사회성)’ 등은 내면행위의 양(+)의 영향을 미치는 것으로 나타났으나, p값이 0.1보다 큰 것으로 나타나, 통계적으로 유의미하지 않은 것으로 나타났다.
이상의 결과를 종합해 볼 때, 간호사들의 감정노동은 간호 현장에서 실제로 진행되고 있음이 분명하며, 이들의 감정노동의 수준은 개인적, 조직적 차원에서 모두 영향을 받고 있음이 확인되었다. 내부 및 외부고객을 매일 대면하면서 자신의 감정을 그대로 드러내지 못한 채 업무에 임해야 하는 간호사들은 누구보다 심리적인 갈등과 스트레스를 많이 가지고 있다. 감정노동은 간호 현장에서 불가피하게 이루어져야 하는 부분이지만 감정노동의 부정적 영향이 병원관련 종사자들의 직장생활의 만족과 간호의 질 부분의 저하로 이어지기 때문에 적극적으로 관리해야 한다.






주제어 : 직무특성, 욕구특성, 감정노동, 내면행위, 표면행위

목차 (Table of Contents)

• 【 목차 】
• 국문초록
• 제 1 장 서론 ·········································································1
• 제 1 절 연구의 배경 ·····························································1
• 제 2 절 연구의 목적 ·····························································3
• 제 2 장 이론적 배경 ······························································4
• 제 1 절 직무특성 ··································································4
• 제 2 절 욕구특성 ··································································8
• 제 3 절 감정노동 ·································································15
• 제 3 장 연구 설계 ·································································26
• 제 1 절 연구모형 및 가설설정 ··················································26
• 제 2 절 조사 설계 ································································39
• 제 4 장 분석결과 및 논의 ························································41
• 제 1 절 변수 별 기술통계 분석 ················································41
• 제 2 절 일반적 요인 별 직무특성 및 욕구특성과 감정노동 관계분석 ····47
• 제 3 절 직무특성과 욕구특성이 감정노동에 미치는 영향 분석 ············65
• 제 5 장 결론 ·······································································72
• 제 1 절 연구결과의 요약 ························································72
• 제 2 절 연구결과의 함의 ························································75
• 제 3 절 연구의 한계와 향후 과제 ··············································76
• 참고문헌 ·············································································78
• 부록(설문지) ········································································85
• Abstract ·············································································92